• Position: Accountability Clerk
• Location: Aden                          
• Administrative supervisor: Accountability Officer
• Technical Supervisor: N/A             
• Reference: 24 – 12
• Type of Contract: Internship Contract
• Duration:  Till July 31, 2024, renewable based on fund availability & performance

ABOUT ADRA: 

The Adventist Development and Relief Agency is an independent, humanitarian agency established for the specific purpose of providing individual and community development and disaster relief.  ADRA Yemen pursue a mission of changing the world by uplifting one life at a time. ADRA International serves 117 countries and is present in Yemen since 1995. Its programs are supported by USAID, BHA, The Japan Platform, DANIDA, GFFO, BMZ, IHA Canada, UNOCHA, and WFP It has presence in 12 Governorates in Yemen responding to 8 areas of humanitarian sectors. ADRA Yemen is undertaking programs in Yemen in the fields of health, nutrition, WASH, food security, livelihoods, and protection.

Safeguarding:

ADRA Yemen organization is committed to safeguarding and promoting the welfare of adults at risks and children in the targeted communities, as well as the welfare of all ADRA Yemen representatives. ADRA Yemen expects the post holder to adhere to and share this commitment.
All necessary measures for safer recruitment would be required including thorough background checks.

SUMMARY:

Under the direct supervision of the Accountability Officer, the Accountability Clerk is responsible for receiving calls from beneficiaries and stakeholders, responding to them, entering all data correctly into the system, and working directly with the accountability officer to ensure that all complaints have been resolved, entered into the system, and referred to the relevant departments. An accountability Clerk is the primary point of contact between callers and ADRA. This frontline role is important in leaving callers with a positive impression of ADRA.  

RESPONSIBILITIES:

The “Accountability Clerk” will be responsible but not limited to:

• Adherence to ADRA’s, donors’, governmental policies, guidance and procedures.
• Ensure the respect of the principle of confidentiality (especially toward beneficiaries) and not to disclose any information acquired by performing her/his duties.
• Develop and maintain effective working relationships with the other departments of the project/organization.
• Commit to the humanitarian principles of strict neutrality, religious and political impartiality and non- discrimination.
• Receives calls, SMS and WhatsApp messages and acts as the primary point of contact between callers and ADRA.
• Distinguishes between calls that can be dealt with directly and others that require routing to the Accountability Officer.
• Records the details of each contact with callers and ensures that the information received is classified into predetermined reference categories.
• Oversees the processing of all feedback/complaints and coordinates closely with Accountability officer to ensure that beneficiary complaints and feedback are properly addressed.
• Logging feedback received on a daily basis, sharing the complaints log with the accountability Officer on Daily/weekly basis and processing feedback in a professional and timely manner according to the CFM established system and SOP.
• Compiles, cleans, analyses, and disaggregates data in support of the production of regular reports. 
• Immediately flags to the Accountability Officer any sensitive complaints or issues involving violations of the ADRA’s Code of Conduct.
• Understands that some concerns/issues require confidential and sensitive handling and behaves accordingly.
• Supports the Accountability Officer by providing the necessary information to beneficiaries on ADRA, project details and beneficiary entitlements.
• Ensures the confidentiality of beneficiary data is respected.
• Conducts field visits to the implementation sites to gather the complaints from the complaint boxes and conduct awareness messages.
• Update any system with the needed data as requested from the management.
• Any other tasks as requested by the line management

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in Management Information Systems ,business administration or any other related fields.
• At least one year of experience in Accountability Clerk positions Preferably in Humanitarian NGOs. 
• Experience in a call-center environment, with knowledge of call-center, technology and systems/programs is an asset.
• Very good computer skills MS office (Word, Excel).
• English and Arabic Language (Writing and speaking) are required.
• Ability to work under pressure and manage personal stress levels.
• Knowledge of M&E related fieldwork such as surveys, sampling and data collection methodologies is an asset.

ADRA’S VALUES:

We uphold the Humanitarian Principles; our key values: 

• Connected    
• Courageous
• Compassionate